Vacancy expired!
JOB SUMMARYCovenant Health, Inc., is in search of a Lead ITS Service Desk Analyst who can provide support to end users, across multiple locations, on various hardware devices and software applications. In this role, the Lead Analyst will document, track and monitor the problem in the incident management tracking software to ensure a timely resolution. They will work with the System Director to set goals for Service Desk staff, coordinate work schedules and provide input on staff evaluations. Key responsibilities will include (but are not limited to):
Providing first level support for networking and application issues; escalating complex problems to the appropriate groups or staff
Supporting Microsoft operating systems and mobile device platforms
Responding to, monitoring and resolving incident and service requests within designated Service Level Agreement
Using remote desktop solutions to support and gather more detailed analysis for troubleshooting and resolving issues
Communicating critical incidents, expired SLA targets and report out status to Covenant ITS management
JOB REQUIREMENTSEducation:
Associates degree in Computer Science or Information Technology preferred
Experience:
1-2 years' experience in technical support environment, call center or help desk preferred
2 years' experience in Microsoft Operating Systems and office Suite of tools preferred
Understanding of communication technologies (WAN/LAN), Video Conferencing, VOIP phone preferred
Mobile Device Management experience preferred
IT Service Management knowledge preferred (IE. ITIL foundation)
Other Skills Required:
Excellent customer service, written, verbal and interpersonal communication skills required
Excellent analytical and troubleshooting skills
Ability to work independently and demonstrated effective initiative
Ability to be creative under pressure
Displays a positive attitude and is teamwork oriented
Demonstrated ability to meet deadlines
Ability to effectively interact between users, technical staff, and management
We are an equal opportunity, affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, disability status, gender, sexual orientation, ancestry, protected veteran status, national origin, genetic information or any other legally protected status.
